Our Support provides a 8/5, 24/5 or 24/7 service, depending on your SLA Contract. A Service Desk is included, via a web ticketing system, via e-mail or via telephone calls, depending on your Contract. Maintenance service provides documented products updates and patching on monthly basis. Patching is done for bug-fixing with an Update Time from 4 to 48 hours depends on your SLA Contract.
Each issue (e.g. incident) that comes into support is assigned one of four priorities, each with its own Service Level Agreement (SLA), which dictates our time goal to respond to and resolve the issue, with some definitions in mind:
Priorities
Priority | Incident Type |
P1-Urgent | Interruption making a critical functionality inaccessible on a Security Reviewer’s product, causing a severe impact. There is no possible alternative |
P2-Important | Critical functionality, degraded or unusable on a Security Reviewer’s product, having a severe impact. No acceptable alternative is possible |
P3-Normal | Non-critical function or procedure, unusable or hard to use on a Security Reviewer’s product, having a non-critical operational impact. A workaround is available |
P4-Low | Procedure unusable, part of a Security Reviewer’s product where a workaround is available or a repair is possible |
Response time is the time elapsed between the Customer is raising a ticket and we first responding to it. In case of ticketing system is different from ours, Response Time is the time elapsed between the ticket was assigned to us via e-mail and we first responding to it.
Update time is defined as the amount of time between when the Customer first creates an incident report using our web ticketing system, providing all information necessary to open the ticket, and when Security Reviewer actually responds and lets the Customer know they’ve currently working on it. In case of ticketing system is different from ours, Update Time is the amount of time between the ticket was assigned to us via e-mail, providing all information necessary to open the ticket, and when Security Reviewer actually responds and lets the Customer know they’ve currently working on it. In order to log and track the resolution of Incidents, Security Reviewer expects that Customer will make every attempt possible to: a) Verify that the Incident is reproducible on the Supported Platforms for the related Security Reviewer’s product. b) Provide information necessary to help Security Reviewer track, prioritize, reproduce, or investigate the Incident, such as: ▪ Customer name and organization. ▪ Provide a full description of the issue and expected results. ▪ Categorize issues under “Question Type”. ▪ List steps to reproduce the issue and relevant data. ▪ Provide exact wording of all issue-related error messages.
Resolution time is defined as the amount of time between when Security Reviewer first responds an incident report and when that problem is actually solved. For each Incident reported by Customer in accordance with these procedures, Security Reviewer shall: ▪ Confirm receipt of the reported Incident within the Update time as listed below in the Priorities section. ▪ Set an updated Priority Level for the Incident in accordance with the descriptions below. ▪ Use commercially reasonable efforts to respond to the Incident within the time specified below. ▪ Analyze the Incident and, as applicable, verify the existence of the problem(s) resulting in the Incident, which may include requesting that Customer provides additional information, logs, and re-execution of commands to help identify the root cause and dependencies of the reported issue. ▪ Give Customer direction and assistance in resolving the Incident. ▪ Keep a record of ongoing communications with Customer. ▪ Use commercially reasonable efforts to resolve the Incident in accordance with the target Resolution times ▪ Upon request of Customer, discuss Priority Level and ongoing communication time frame.
We provide 3 different SLA Contracts:
The Standard Support is automatically included with your product license. We always apply:
Help regarding every purchased Security Reviewer’s product with a valid commercial license or active subscription
Availability: 8/5 via e-mail only (after the ticket was assigned to us)
Priority: P4
Response Time: 2 Business Days
Update Time: Monthly
with products updates and patching on monthly basis, always accompanied by related technical documentation..
The Service Desk maintains regular business hours of 9 AM to 6 PM CET, Monday through Friday. Tickets and calls will be responded to only during these hours.
The default SLA time zone will be CET only.
The Gold Support enhance the Standard Support Contract with better Update time and Resolution time, for every purchased Security Reviewer’s product with a valid commercial license or active subscription:
Priority | Update Time | Resolution Time |
P1-Urgent | Within 60 (sixty) minutes from remote, after the Ticket opening | Within 4 (four) hours after the Update Time. Telephone call is available. |
P2-Important | Within 4 (four) hours from remote, after the Ticket opening | Within 4 (four) hours after the Update Time |
P3-Normal | Within 4 (four) hours from remote, after the Ticket opening | Within 24 (twenty-four) hours after the Update Time |
P4-Low | Within 8 (eight) hours from remote, after the Ticket opening | Within 5 (five) business days from remote, after Update Time |
The Service Desk maintains regular business hours of 9 AM to 6 PM depending on SLA time zone, Monday through Friday. Tickets and calls will be responded to only during these hours.
The default SLA time zone will be only one, declared by the Customer inside the Contract, with CET as default.
Platinum Support augments the underlying Standard Support purchased with your product license, by providing named and dedicated support experts that understand your business — helping you to optimize even the most complex hybrid software environments and resolve issues quickly if they arise.
Priority | Update Time | Resolution Time |
P1-Urgent | Within 60 (sixty) minutes from remote, after the Ticket opening | Within 4 (four) hours H24 after the Update Time. Telephone call is available. |
P2-Important | Within 2 (two) hours from remote, after the Ticket opening | Within 4 (four) hours after the Update Time |
P3-Normal | Within 4 (four) hours from remote, after the Ticket opening | Within 8 (eight) hours after the Update Time |
P4-Low | Within 6 (six) hours from remote, after the Ticket opening | Within 2 (two) business days from remote, after the Update Time |
In case of multi-national Customer, the default SLA time zones will be maximum 2, declared by the Customer inside the Contract.
The Service Desk maintains H24 availability, Monday through Friday. Tickets and calls will be responded H24, depending on above priority levels (P1 to P4). Tickets and calls will be responded to only such days.
An extension of Platinum Support Contract to 24/7 is available and must be purchased separately, with an additional fee.
“Maintenance” means the provision of any Releases or Workarounds to correct faults and to improve performance that are made generally available by Security Reviewer to Customers.
In case of request of implementation of new programming languages for the scans, not included at the Purchase Order time, this will be developed and released to the Customer with no additional fee.
A Release will be one of the following:
Major Release means a specific edition of the Licensed Product that contains major functionality changes. The content and timing of all Major Releases will be determined by Security Reviewer in its sole discretion. Major Releases are signified by version changes to the left of the decimal point (e.g. 2.0 -> 3.0) following the product name.
Minor Release means a specific edition of the Licensed Product that contains minor, but significant functionality changes and could include Licensed Product Updates. The content and timing of all Minor Releases will be determined by Security Reviewer in its sole discretion. Minor Releases are signified by version changes to the right of the decimal point (e.g. 2.5 -> 2.6) following the product name.
Workaround means a Licensed Product patch, error correction, or feasible change in operating procedures whereby the Licensed Product is made sufficiently functional so that Customer can continue to use the Licensed Product. Security Reviewer may provide Workarounds for a release to resolve a Service Issue for up to twelve (12) months after the earlier of (i) the date the subsequent Release is first made commercially available, and (ii) the date the current Release is no longer made available as a commercial offering by Security Reviewer. After such twelve (12) month period, Security Reviewer is not obligated to provide Workarounds but will support Customer’s update of the Licensed Product to the latest Release. Where Workarounds are to be delivered to resolve a Service Issue, Security Reviewer will provide Customer with a single copy of a Workaround on suitable media or shall make available the applicable Workaround for download by Customer from Security Reviewer’ website.
Our release numbering convention follows the guidelines of Semantic Versioning. Given a version number Major.Minor.Patch and an optional Suffix (eg. 1.3.0-rc.1):
Major - Indicates a very large change in the core package. Rewrites or major milestones. API changes which are not backwards-compatible.
Minor - Introduction of new features or significant changes in functionality, in a backwards-compatible manner.
Patch - Bug fixes, maintenance and security releases.
Suffix - Optional, indicates a development release.
aN or alpha.N for alpha releases,
bN or beta.N for beta releases, or
rcN or rc.N for release candidates.
Absence of suffix indicates a stable release.
Training for Security Reviewer’s products
Customers who do not have a valid and current license or active subscription of Security Reviewer’s products
Support related to non-Security Reviewer’s products
Support related to Security Reviewer’s products that have been retired
Support for custom scripts written by Customers and used in Security Reviewer’s products
Beta or Development releases of Security Reviewer’s products
Software that is used on or in conjunction with hardware or software other than as specified in the applicable Documentation
Altered or modified Security Reviewer’s products
Defects in the Security Reviewer’s products due to accident, hardware malfunction, abuse or improper use
If you want to keep a specific version of a licensed product and extend the support beyond the end of the Support and Maintenance period, you can purchase annual packages that allow you to continue to take advantage of the support service via Service Desk and Software updates related to minor releases and bug fixing. Ask to your Reseller if you are interested to buy the ESA.
Once purchased, our software will be Supported and Maintained for all the period of time covered by the contract. The software must to be always updated to the latest version and the security and bugfix patches released by Security Reviewer must to be applied by the Customer. Visit Product Version Life Cycle page for further information.
In case of contracts regarding three years or more, we guarantee to do not dismiss the purchased product(s) for a period of 5 years after the contract expiration. Of course an additional fee for Extended Support Addon (ESA) must be paid during all those 5 extra-contract years.